How to Do Influencer Outreach Right

How to Do Influencer Outreach Right

Social media

The credibility of influencer marketing has taken a big hit thanks to the ill-fated Fyre Festival. But it doesn’t have to be this way.

The disastrous festival in the Bahamas was one of the biggest news stories of the past week and certainly one of the biggest of the year in the media/entertainment industry. Fyre was supposed to be a new Coachella Festival for millennials but instead collapsed under the weight of its own mismanagement. As was widely reported, the event organizers convinced concertgoers to fork over hundreds and thousands of dollars to fly to the Bahamas with the promise of a weekend of luxurious lodging, celebrity-chef prepared food, and cool music. Instead, attendees encountered primitive living conditions and chaotic mismanagement. The event was quickly canceled and guests flown home.

In light of the fiasco, the role of influencer marketing has been heavily scrutinized and criticized. As it turns out, many concertgoers were lured to the event by social media posts from many notable millennial influencers including Kendall Jenner and Emily Ratajkowski. Fyre paid hundreds of influencers to promote the event on their Instagram accounts, but the influencers failed to disclose that their posts were promotional. In fact, the celebrity endorsers were given free flights, tickets, and accommodations for their posts, and their failure to disclose the paid nature of their relationship is in direct violation of the Federal Trade Commission’s rules. No wonder an Adweek article asked, “Will the effectiveness of celebrity influencers take a hit?” and the Bitly blog asked, “Will influencer marketing to down in flames?

But influencer marketing can achieve great returns if done in an inspiring way. Marketers shouldn’t abandon influencer marketing but rather understand how to avoid their pitfalls. Ironically the Fyre Festival actually demonstrated just how powerful influencer outreach can be. Here are some tips for doing influencer outreach well and with integrity:

  • Choose an influencer who aligns well with your brand and audience

If you have the budget, you might be tempted to incorporate a celebrity into your marketing campaign. After all, big-name celebrities provide instant recognition. But it’s more important that you work with an influencer who aligns well with your brand. An influencer’s name recognition is less important than their ability to build trust and a comfort level with your audience. A food brand might be better off working with niche food bloggers who are well known to their customers rather than a nationally known celebrity who has little to do with fine dining. An influencer who builds trust with your audience will build trust in your brand.

  • Be realistic

The Fyre Festival influencers did their jobs. They used their reputations and leveraged their many social media followers to create tremendous buzz for the event. But the Fyre Festival wasn’t prepared to handle all the attention they received. How about you? Will your product, event, or experience be ready to handle the attention that influencers are capable of giving you? Don’t hire influencers unless you can handle the demand for your services and products that good ones will certainly generate.

  • Be transparent

An influencer should be honest about the promotion, which, as noted, was a major problem with the Fyre Festival. The lack of transparency left Fyre’s customers feeling deceived by both the influencers and the festival. And the influencers’ posts also falsified the experience, leaving attendees angered when arriving in the Bahamas. The goal of influencer marketing is to build communication and a relationship between the brand, the influencer, and the consumer. When trust is broken between this group, the brand is deeply affected. These kinds of problems can be avoided if you make it clear to influencers that they are required to disclose the promotional nature of their content. Moreover, give influencers clear guidelines for how they are to exercise transparency, for instance, by using the hashtag #promotional in a social post. And monitor how the influencers represent your brand. If the influencers make mistakes and fail to exercise transparency, make sure they correct their mistakes.

  • Give influencers the right content

You want influencers to talk about you and share your story using content that reflects your brand. Doing so does not mean having to pay influencers. For instance, bloggers appreciate interesting story ideas and content. If you’re launching a new product or service, paying bloggers may not be right move. Rather, inviting influencers to test your product – like a resort inviting travel bloggers to spend a night checking out the experience – can be far more effective and generate genuine buzz.

The Fyre Festival’s underdeveloped strategy for use of influencers can be seen as a cautionary tale for all future brands when incorporating influencer marketing. However, influencer marketing can be successful so long as the audience, influencer, and content are well formulated and used to build a relationship with your audience.

Image source: http://powerdigitalmarketing.com

Does Your Brand Have a Newsjacking Strategy?

Does Your Brand Have a Newsjacking Strategy?

Marketing

Newsjacking has become an increasingly popular but risky marketing and PR tactic. The term “newsjacking,” made popular by David Meerman Scott, refers to marketers capitalizing on news and topical issues to build awareness for their brands. Many companies have done so (in real time or near real time) to create an impact for their brand, a notable example being  Nike’s 2017 Equality ad that promotes equality both on and off the field of play.

It’s tempting for businesses to attempt newsjacking when they see the kind of visibility that can come from deploying the tactic. But brands need to proceed with caution. Businesses have incurred backlash when newsjacking sensitive topics such as celebrity deaths, and newsjacking can come across as too opportunistic.

But just because newsjacking is risky, it doesn’t mean you should ignore this tactic. Newsjacking can deliver tremendous value if you do it right. Here are some tips to keep in mind as you consider newsjacking:

Know What Topics Your Brand Is Comfortable Covering

We all have a different understanding of what can be controversial. Brands have suffered when they try to appeal to an audience whose sensibilities and values don’t correlate with a brand’s perception of current events. It is important to discuss with your team exactly what topics should be covered and what areas you would like to shy away from. This necessity became increasingly important with the 2016 Presidential election. Certain brands openly discussed their political stance. Others tapped into the news generated by the election without explicitly taking a side. A great example of the latter: Bisquick with its “Make America Pancakes Again.” The brand capitalized on a campaign slogan without suggesting any specific political ties.

Of course, politics is a divisive topic and can really strike at a consumer’s emotions. It is imperative to measure the risks and rewards of commenting directly on political issues. The safer bet is to appeal towards pop culture and the current zeitgeist, which can be easily cultivated by monitoring Google Trends and trending hashtags on social media. Finding topics that appeal to your brand values and your audience’s values can help you to tailor your messaging and reap the benefits.

Have a Purpose and a Story

If you are going to newsjack, do so with a purpose with a definable goal, such as increasing brand lift. And make sure you develop a compellingly creative story to tell. If you are unable to come up with something creative or you are unable to provide strong content for the news, it is best to sit out the story.

Audi’s May 2015 “Birth” ad is an example of newsjacking with a purpose and a story. The company’s ad played into the birth of the Royal baby, but also promoted its own new baby, the Audi RS3, which was birthed from a larger Audi model. The company advertised the new RS3 with a strong marketing campaign that was relevant to current events.

Plan Content When Possible

It is not uncommon for newsjacking to be created on the spot, but you can also plan ahead with events, such as major award shows and sporting events whose dates are known months in advance. Coca-Cola capitalized on the popularity of the 2016 Summer Olympics with a campaign that celebrated individual athletes with advertising and social media posts such as this one:

When creating your social media calendar, think of what events are coming up and consider the power of visual storytelling to tap into the appeal of those events.

Do Your Research

Although it is good to be the first to jump on a news story, make sure you have your facts straight before posting content related to breaking news, and make sure your ad reflects cultural truth. Especially when newsjacking a story in real time, carefully vet your research on a topic to ensure that you are not providing inaccurate details to your audience. And research the credibility of the story you want to tell. A brand’s credibility can easily be affected by sharing content (whether an ad or a tweet) that is inaccurate, false, or out of step with the cultural zeitgeist.

A recent example of being out of step can be found in the now infamous Pepsi ad featuring Kendall Jenner. The ad was an attempt to reach the millennial audience by appealing to the culture of activism and goals of unity, but missed the mark according to many critics by diminishing the importance of all the work that activists are doing. Perhaps had Pepsi done more research ahead of the ad, the company would have uncovered how serious, personal, and passionate protests are as a social statement. The company might have then avoided creating an ad that associated a can of Pepsi with social change agendas and thus came across as trivializing social protest as a form of self-expression.

Avoid Anything Related to Death or Disaster

It is best to steer clear of negative events when newsjacking even if a company is attempting to express sympathy. Companies that use disasters or fatalities to boost their brand appearance create an unfortunate association with their brand. Additionally, commenting on topics like celebrity deaths can be equally as problematic. Just to be clear: if your brand is donating to a cause or shedding light on an issue without attempting to promote sales, you are probably not creating a newsjack (but you should be very careful about the tone of your message anyway). But when newsjacking, be cognizant of what you are implying with your post.

Newsjacking can be a positive tool and promote your brand while allowing you to comment on cultural issues. To begin working newsjacking into your own marketing calendar, start to look ahead at what major events will be occurring. For instance, with the NBA and NHL playoffs in full swing and with the Major League Baseball season under way, a sport-related newsjack may be highly relevant to your audience. Or consider an entertainment event such as the Tony Awards in June. A keen eye for events and a willingness to follow the tips outlined in this post will help you get started with newsjacking. Contact KeywordFirst. We can help you.

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Responding to Customer Reviews: Four Tips for Apple

Responding to Customer Reviews: Four Tips for Apple

Social media

Apple recently permitted its developers to respond directly to customer reviews on the App Store. This update is welcomed by App Store users as previously some negative reviews went unanswered by developers at Apple. Moreover, Apple is catching up to Google, which has permitted developers to respond to user reviews since 2013. This significant news from one of the world’s most valuable brands underscores the importance of businesses responding to user reviews. Based on our experience working with businesses to improve their brands on social, I offer these four tips for Apple and its developers:

  1. Respond to all feedback

Although this suggestion may seem obvious, in some circumstances feedback gets missed whether it be positive or negative. It is important to thank consumers who have provided positive feedback and also offer support or solutions to those customers who are unhappy. Do respond to positive feedback — failing to respond to happy customers might come across as ungrateful. And, of course, reply to negative feedback. Ignoring criticisms obviously look arrogant and insensitive.

  1. Reply in a timely manner

Your response rate time is crucial especially on social media. Facebook even designates certain pages as very responsive, which gives consumers the understanding that they are being heard. Creating a responsive dialogue with your consumer base allows insights for both parties that can elevate your brand. Even if you don’t have a complete answer to a problem right away, at least respond with a “We are looking into this issue and will follow up with you more completely.”

  1. Provide honest feedback

Many times, consumers provide suggestions or requests that are not feasible in your current structure. It is best to explain your position in an honest manner rather than promising too much or leaving a request unanswered. Through honest feedback you are able to build credibility.

  1. Keep your responses concise

Sometimes it’s difficult for employees to respond concisely because employees usually possess a lot of context and detail about an issue that might seem helpful to know. But providing too much detail can be harmful because you might alienate a customer who lacks your technical expertise. If a comment truly does require a complex explanation, first respond briefly and offer to communicate with the customer offline. If you do so, your social spaces will be perceived as very user friendly.

User reviews are significant to a brand’s perception — so ensuring that they are handled in a thoughtful manner is vital. Thus, Apple’s introduction of customer review responses is an important feature to the company and should encourage other brands to be more responsive. The above tips should help any business manage review etiquette. Contact us to discuss how we can help you.

Image source: Ryan McGuire

Three Women Who Define Success in Digital Marketing

Three Women Who Define Success in Digital Marketing

Marketing

As we celebrate Women’s History Month, KeywordFirst has taken the time to appreciate all the women that have etched their mark in history. We have also looked to the women who are currently making history in our industry, digital marketing. The women detailed below can be looked at as pioneers in the evolving world of digital, and their contributions help us daily to grow our techniques and mold our future strategy.

Leslie Berland

As Twitter’s first CMO Leslie Berland faced the difficult challenge of branding Twitter in a way that would appeal to the masses, but also satisfy their user base that already loved the platform. In 2016, she led a rebrand of Twitter as not only a social media engine but also a news source. She brought a new perspective to Twitter and challenged marketers to create content that differs from our normal social approaches. In turn, her major focus on the “live” nature of Twitter has allowed marketers to create instant posts that can be a quicker gauge on new advertising initiatives. We are excited to see Berland’s efforts taking hold and look forward to all future progress she makes not only with the engine, but with women in leadership roles.

Marina Cockenberg

Marina Cockenberg, the director of Digital for The Tonight Show Starring Jimmy Fallon, was recently named in Forbes list of 30 under 30 in marketing advertising. She has transformed the way a nightly show interacts with their audience by live tweeting the program each evening. Her work has garnered an Emmy for Outstanding Creative in interactive media and has helped grow their digital audience from 5 million to 32 million. Her witty interactions and content have created a new style and form for TV shows to delve into the world of social media, which we find fascinating. With YouTube views of late night material surging, a rebirth of this content has occurred. Cockenberg’s work has helped transform the space she is in, and for doing so we applaud her.

Susan Wojcicki

YouTube CEO Susan Wojcicki has paved the way for future female digital marketers. Wojcicki was one of Google’s first employees and at that time even housed some of the operations in her own garage. In 1999 she became Google’s first marketing manager and continued to make influential strides with the company. From there she was promoted to senior vice president of Advertising & Commerce where she led the product advertisement and analytics for notable advertising products such as AdWords, AdSense, DoubleClick, and Google Analytics. These tools have now become gospel for any digital advertiser. However, Wojcicki didn’t stop there and urged her superiors to consider purchasing YouTube, which led to its ultimate acquisition. Now YouTube is valued at an estimated $70 billion, and Wojcicki oversees the entire development of the platform. She truly sailed in unchartered territory, and her work has inspired all of us in digital marketing.

There are many more women making huge strides in our field including in our own office. We value all of their contributions and celebrate them not only in this month but every month of the year. Our team is energized by such strong female role models for us to look to for inspiration. We foresee many more advancements in the very near future.